9 Ways to Troubleshoot Prime Video Not Working on Roku [2022]

Imagine when two best friends suddenly stop communicating with each other. The situation becomes tense unless you seek a solution to mend it. Relatable, isn’t it?

While Amazon Prime is one of the most exclusive subscription-based streaming services that allow you to watch your favourite movies, series, TV shows, and much more, Roku is an exclusive streaming device that comes with these pre-loaded streaming apps like Amazon Prime, Netflix, Hulu etc.

You do not need to install them separately, but simply log in with credentials to start your streaming experience.

So, when the two best streaming services and streaming devices suddenly stop communicating with each other, you get to know ways to mend it.

Let’s get started. . .

Table of Contents

What Causes Prime Video to Stop Working on Roku?

There are several reasons behind why Amazon Prime Video has stopped working on Roku, these include no or slow internet bandwidth, Amazon Prime account problems, or issues with the Roku streaming device itself in need of a new firmware update. These can appear as one of the following.

The Amazon Prime app won’t launch on Roku
You will be unable to log into your Amazon Prime account
You will be unable to launch or access any Amazon Prime videos

You may encounter these issues without any error message alert on screen.

They can arise when you’re trying to select the Amazon Prime icon, or when you’re trying to launch a video from your Amazon Prime account.

Troubleshoot Prime Video not working on Roku

There are so many reasons for Prime Video not working on Roku.

However, the best option is to start with the simplest fixes and work your way up to the more complicated ones. Let’s check out these DIY solutions.

Checking your Internet Connection

This is the most common cause for the Prime Video app not working on your Roku streaming device that we unknowingly tend to overlook.

If you aren’t able to connect to the internet with your computer or mobile phone, there’s likely an internet connection problem for your entire network.

Try checking by using another application on your Roku TV or launching any web page on your smartphone that is connected to the same wireless network.

However, you may be able to connect to the internet through your phone but cannot run the Amazon prime app on Roku TV.

If this is the case, either troubleshoot your internet connection by disconnecting Roku and reconnecting it back to the internet source or simply restart your router.

Note, often slow bandwidth can be the cause of such a problem. In that case, simply test your connection status to check if you have sufficient speed to run Amazon prime app on Roku.

Power Cycle/Restart your Roku Device

Restarting also called Power Cycling is the best and the most basic solution to fix general technical glitches that your devices often encounter. This makes your device error-free from bugs and other existing errors.

Power cycling Roku can be done in two ways.

You can either unplug it from the power source and wait for some time before plugging it back and reopening the app on the streaming device.

Or you can visit the Roku Home page using the home button of your Roku remote to head to Settings>System>Restart.

Choosing either one, wait for the rebooting process to complete and then try relaunching the Amazon Prime app on your device.

Updating Roku Firmware

There’s often a possibility that your Roku TV is running on outdated firmware without your knowledge. By updating the firmware all added and in-built apps get automatically updated.

Updating Firmware not only cleans the existing bugs but also introduces you to new features.

While we recommend you enable the auto-update feature on your Roku TV, you can also manually do it using the steps below:

From your Roku remote press the “Home” button and head to the Settings Menu
Tap on System Update > Check Now
In case of any available updates, install it and reboot your device

Say NO to VPNs

Amazon doesn’t support VPNs as they hide your IP address, while you attempt to watch videos via VPNs that are geographically restricted. Hence, ensure that you don’t have any VPN active on your Roku TV or streaming device for Amazon Prime to stream hassle-free on Roku.

Uninstall to Reinstall the Amazon prime Video App

Neither of the above worked out so far? Then simply uninstall the prime app to reinstall it. To do this, all you have to do is

Press the Home button on the Roku remote and select the Prime Video Channel.
Now pressing the Options button on the remote, select Remove channel
Once done, restart your Roku device
Next from the Home screen, Choose Streaming Channels followed by Search Channels
Search to select Amazon Prime Video

Your Amazon prime app is successfully reinstalled with new firmware free of excess cache and existing bugs.

Restart your Modem/Router

Most connectivity issues are resolved if you give your router/modem a quick restart. Depending on the issue you’re encountering, you may soft reset or hard reset your modem/router.

To soft reset simply unplug the cable connecting your modem/router and plug it back after a while.

To hard reset look for the reset button usually located at the back of your modem/router.

Once located press it with a pin or the back of a pencil for 10-15 seconds. Hard reset usually takes about 1-2 minutes to complete.

A hard reset stores your router/modem to its factory settings. It’s usually opted when you’re unable to connect your router/modem to your Roku device or if your modem slows down affecting the speed of your internet.

Review Your Amazon Prime Account

Despite applying the listed solutions above, if your Amazon Prime Video still doesn’t work, then something is wrong with your Prime account.

To check this, first, confirm if you have an active and valid subscription. Second, check if you entered the correct login credentials while entering your account. Repeatedly entering incorrect login credentials can block your account.

Often Amazon Prime servers may be down, which can automatically shut down the app. In that case, wait and launch the application after some time.

Factory Reset your Roku

Similar to rebooting your router/modem, a factory reset is also a good option to clear up the stored cache on your device.

However, a factory reset usually removes all the installed channels, downloaded content and saved preferences (if any).

You can also factory reset your Roku TV without a remote. To factory reset

Press the home button from your Roku remote and follow up Settings>System>Advanced settings
Select Factory Reset and confirm the Factory Reset Everything option

Factory reset is the final resort when none of the above options works to connect Amazon to your Roku TV.

Also Read: Xfinity Flex isn’t functioning? Complete Troubleshooting Guide

Contact Roku Support

Finally, if neither of the troubleshooting solutions works, we recommend that you directly contact Roku’s help center.

Roku’s Support page will list a couple of issues. Select the one that matches your concern.

After selecting one, you should see a set of support articles displayed on screen.

If that didn’t solve it and you want to learn more about the issue click on the Need More Help button to consider two more options.

From there, select the Email button and fill out the form before tapping on send.

Amazon Prime Sundays are the best on Roku

Amazon recommends that you should have a minimum download speed of at least 1 mb/s for streaming standard content, but for streaming HD content you need at least 5mb/s speed.

If you follow all of the above steps keeping in mind the minimum speed requirements, you can enjoy your Prime Sundays on Roku hassle-free.

Quick Prime Video Troubleshooting Tips on Roku

You may also consider these additional Prime Video troubleshooting tips on Roku

An outdated version of the Amazon Prime app can prevent it from functioning normally. The first basic tip is to check if you’re using the app’s latest version. If not, update it manually or enable the auto-update feature on Amazon.
Try Logging-out and Logging in back to your Amazon Prime Video account. To do this navigate to Settings on your Roku TV and select Unregistered devices. Restart the device after this. Launch the Prime Video app and re-register by entering the correct login credentials.

Also Read:

How do I reset a Roku remote if it’s not working?
How to Connect Roku to Wi-Fi Without Remote
Quick Fix To AirPlay Not Working on Roku TV

Frequently Asked Questions – FAQs

Have more queries about solving the Prime Video not working error on Roku? Consider these below:

Q. How do I add Prime Video to my Roku?

To add Amazon Prime Video to your Roku, navigate to the Channel Store using the Home button on your remote. Search for the Prime Video channel app. Select it and then press Add Channel. Once the app is installed, you’ll find it on your Roku channel lineup.

Q. What is the Amazon Prime sign-in process on Roku?

Once the Amazon Prime channel app is installed on Roku, you have to enter the credentials the first time when you enter the app or when using the code to register from another device.

Q. What is the Amazon Prime log out process on Roku?

To log out, launch the Amazon Prime channel app on your Roku and select a watch profile. Now from the home screen, select Settings (gear icon) using your remote and scroll down to choose to Sign Out.

Q. How to turn on closed captioning on Prime Video on Roku?

To turn on closed captioning for Prime Video, you must access Roku’s subtitle settings. Use the Home button on Roku remote and go to Settings. Choose Accessibility > Captions Mode, and then select a subtitle option.

Q. How do I enter my Prime Code?

You will receive a 5-6character code when you choose ‘Register on the Amazon Website’, sign in to your Amazon account and enter the code.

Q. Why does Amazon Prime Video crash on my Roku?

You shouldn’t be surprised to learn that connectivity issues can cause streaming problems on Amazon Prime Video. While you can alter the video’s quality settings, the error can persist.

One such is the “Insufficient Bandwidth” error. This displays your connection has low bandwidth. Try checking other streaming services, such as YouTube or Netflix.

If you find that they’re working, restart your router. Additionally, restart your Roku device and wait for some time before streaming Amazon Prime Video.

Q. How do I update the Amazon Prime Video app on Roku?

If the Auto-update feature on our Roku isn’t enabled then you can always update it manually. Press the Home Button on your Roku remote and visit Settings > System > System Update>Select ‘Check Now’. If there are any updates available, wait until the update is installed and then reboot it

Q. How do I uninstall & reinstall Prime Video on Roku?

Press the home button on your remote and scroll to the right side to highlight Prime Video using the navigation keys.

Press the ‘*’ button. Select the option to remove the channel option. You’ll get a confirmation pop up prompt.

Q. Why does Amazon Prime Video keep closing on Roku?

You can fix this by giving a quick restart to your device. If the issue persists, clear the app data. To do this, Visit Settings > Apps or Application Manager> Amazon Video > select Clear several unknown bugs from the Android Prime Video app.